Technical Support Specialist (Tier-2)

Position Title: Technical Support Specialist (Tier-2)

Location: Coralville, IA (On-Site, eligible for Hybrid schedule)

Reports to: Software Support Supervisor

Status: Full-time, Non-Exempt, Hourly

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Technical Support Specialist (TSS) should be knowledgeable in all CourseLeaf products, have the ability to complete non-development configuration changes, handle milestone processing (publishing, updating, & advancing), troubleshoot client requests, and report issues to development and/or other departments as necessary. The TSS works within a team as a subset of the larger Support department, with an assigned number of clients ranging from 85 – 115 and upwards of 5 modules per client.

General Duties and Responsibilities:

Primary Responsibilities:

• Deliver excellent customer service and build positive relationships with clients, ensuring their satisfaction with and successful use of CourseLeaf software.
• Maintain a thorough, ongoing understanding of CourseLeaf modules, including how they are configured, customized, and implemented to meet client requirements.
• Develop and maintain a specialization in at least two CourseLeaf modules through ongoing training.
• Manage, update, and resolve assigned tasks or tickets within prescribed deadlines and provide timely feedback to both internal teams and clients.
• Independently use discretion and judgment in prioritizing and addressing client issues, ensuring customer satisfaction by providing timely resolutions.
• Troubleshoot and diagnose client issues, determining if the software is performing as expected.
• Support routine client needs such as installing patches, upgrades, publication, and advances.
• Create, manage, and track internal tasks using established guidelines and procedures.
• Act as a liaison between internal teams and clients, facilitating smooth communication and ensuring client needs are met.
• Provide detailed notes and update documentation to support the resolution of issues and ensure that client-specific documentation is regularly updated.
• Participate in internal and external meetings to represent the Support Team, including implementation hand-offs, presenting on client issues and updates when necessary.
• Act as an educator, providing guidance and clarification to clients and internal teams on product configurations and support processes.
• Perform office opening and closing duties, including hand-offs, as assigned.
• Additional responsibilities as needed to support evolving department and company needs.
• Provide occasional weekend and holiday coverage as needed.

Shift-Specific Duties:

• Daytime Shift: Provide backup for Tier 1 Support Communication Administrators as needed.
• Overnight Shift: Answer phones, respond to help chat, and engage with user community activity; Provide after-hours assistance with system and network administration duties; Assist with special projects, run processes/apply patches that need to be performed after hours; Triage escalations following established procedures.

Skills Required

• Organization and Time Management – As responsibility grows, our team members will need to meet internal and external deadlines, prioritizing requests to meet customer expectations.
• Driven by Customer Success – Listening intently, you understand client requests and translate them into options, develop plans, and deliver outcomes.
• Oral and Written Communication – Delivering clear, concise, and timely communication across a wide range of internal and external audiences, with tact and diplomacy.
• Tech Savvy – Knowledge of web browsers, file editors, and general troubleshooting steps to identify and resolve technical issues. Tier 2 and Tier 3 team members will benefit from a highlevel understanding of web-based application architecture and previous experience with JavaScript, HTML, CSS, SQL, or Web CMS Systems.
• Task Management – Our teams track and document issues and interactions within ticket/task/project management tools. Initiative must be taken to prioritize and resolve issues.
• Problem Solving – Our products and the customers using them exist within an ever-changing environment. Being able to analyze situations and react appropriately can improve problem resolution and ticket routing.
• Team Player – We work best when we work together. Software Support Specialists need to work as a team both within Support as well as with other internal departments. Consistent and respectful internal communication is mission critical to our organizational success.